2FA Frequently Asked Questions

Frequently Asked Questions

How does two-factor authentication work?

Two-factor authentication (or 2FA) adds an extra layer of security by sending a notification to your mobile device when you log in so that you may verify that it is you logging in and not a criminal. 

Do I have to use 2FA every time I log in?

No! We highly recommend you use the Remember Me option when logging in, which will allow you to be remembered on that device (using the same internet browser) for 30 days. This means you will only need to use 2FA to log in once per month on each of your devices.

What if I replace my smartphone? How do I reactivate Duo Mobile?

You can reactivate Duo Mobile on your new device by using the Duo Device Management Portal. Please visit Reactivate Duo Mobile on your Smartphone or Tablet.

How do I switch from SMS to the Duo Mobile app?

The Duo Mobile app is our recommended 2FA method. If you originally set up your device using SMS as the primary 2FA method, you can easily switch from SMS to the Duo Mobile app.

What if my 2FA device is lost or not available?

If you do not have access to your 2FA device(s), you can still access your WMU account. Please see our 2FA backup options page to prepare yourself in the event that your device is unavailable. 

If you have misplaced your WMU-issued hardware token, please contact the Technology Help Desk at (269) 387-4357.

What if my device does not have an internet connection?

If you do not have access to an internet connection with your mobile device or tablet, you can still authenticate with Duo using a passcode from the Duo mobile app.

What if I get a new phone number?

If you have changed your phone number and you do not have an additional device configured on your account, you will need to contact the Help Desk for assistance. The Technology Help Desk can be reached at (269) 387-4357.

What devices are compatible with 2FA?

Please see here for a list of devices compatible with 2FA.

What if I don't have a smartphone or tablet?

We have alternate 2FA options if you do not have a compatible smartphone or tablet.

What personal data and information does the Duo Mobile app collect?

Please see the CISCO Duo Privacy Data Sheet, and the Duo Mobile Privacy Information page, which describe the processing of personal data (or personally identifiable information) by Duo.

Does Duo have additional support?

Additional support topics are also covered on Duo's website.

Common Errors

Duo window blank on iOS/iPadOS or macOS

If the Duo window is blank on Safari for iOS/iPadOS or macOS the likely cause is a feature called Screen Time, specifically the Content & Privacy Restrictions setting. To resolve this issue, we can add necessary exceptions to allow the content to load:

Add exceptions on iOS/iPadOS

1. Navigate to Settings > Screen Time > Content & Privacy > Content Restrictions > Web Content
2. Under Always Allow, tap Add Website
3. Add the following URLs to the Allow list:
   • https://wmich.edu
   • https://duosecurity.com
4. Once the exceptions have been added, return to Safari and refresh the page. The Duo window should now load.

Add exceptions on macOS

1. Navigate to System Preferences > Screen Time > Content & Privacy
2. Under Web Content, click Customize...
3. Add the following URLs to the Allow list:
   • https://wmich.edu
   • https://duosecurity.com
4. Once the exceptions have been added, return to Safari and refresh the page. The Duo window should now load.

Remember Me option not working on iOS or macOS

This issue is caused by the Cross-Site Tracking setting within Safari. To resolve this issue, use the following instructions based on your device:

iOS/iPadOS

1. Open the Settings app
2. Scroll down and select Safari
3. Turn off Prevent Cross-Site Tracking

macOS

1. Open the Safari app
2. Select Safari in the menubar followed by Preferences
3. Select the Privacy tab
4. Uncheck the box Prevent cross-site tracking

Account Error Something unexpected happened. Please contact your helpdesk. NSURLErrorDomain -999/-1200

These error messages indicate that the device cannot establish a connection to Duo's cloud service. Check the following:

• If you are on campus and connected to wifi, ensure you are not connected to WMU Guest. If you are connected to a different campus wireless network, ensure your device is registered and connected to the internet.
• If you are off-campus and connected to wifi, temporarily disconnect and see if you experience a similar issue on your cellular connection (if available).